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Reply Conversation Parts


My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake.  We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply?  We want to match the metrics provided via the in-app reporting tool.

Best answer by Emilygav

Hey there ​@Andrew Shapiro-Zysk, Emily here from Support Engineering at Intercom 👋🏼 
 

To calculate the number of replies across all conversations over a particular time period, you should focus on conversation parts where the part_type is comment. This indicates a reply made by a teammate or admin.

Here’s how you might proceed:

  • Filter Conversation Parts: Look for conversation parts with part_type = comment and ensure they fall within your specified date range
  • Count Unique Conversations: Count the unique number of conversations that include these parts to get the number of replies

Please note that the count_conversation_parts under statistics includes all conversation parts, including the initial message, while conversation_parts.total_count excludes the first message. This distinction is important when calculating replies, as you should focus on parts beyond the initial message.

Hope this helps! 💪🏼

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3 replies

Emilygav
Intercom Team
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  • Intercom Team
  • 75 replies
  • Answer
  • January 31, 2025

Hey there ​@Andrew Shapiro-Zysk, Emily here from Support Engineering at Intercom 👋🏼 
 

To calculate the number of replies across all conversations over a particular time period, you should focus on conversation parts where the part_type is comment. This indicates a reply made by a teammate or admin.

Here’s how you might proceed:

  • Filter Conversation Parts: Look for conversation parts with part_type = comment and ensure they fall within your specified date range
  • Count Unique Conversations: Count the unique number of conversations that include these parts to get the number of replies

Please note that the count_conversation_parts under statistics includes all conversation parts, including the initial message, while conversation_parts.total_count excludes the first message. This distinction is important when calculating replies, as you should focus on parts beyond the initial message.

Hope this helps! 💪🏼


Thank you!


Emilygav
Intercom Team
Forum|alt.badge.img+3
  • Intercom Team
  • 75 replies
  • January 31, 2025

No problem ​@Andrew Shapiro-Zysk :)


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